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Poppins Protection?

What is Poppins Protection and how it works?

Updated over a month ago

🔍 With Poppins Protection, providers are eligible for compensation worth up to €1,000 to repair or replace your product in the event of damage, loss, or theft. The guarantee applies to all rental agreements made through Poppins that follow the rules below.

💡 For rental from professional providers, the Professional Provider’s insurance terms and conditions will apply.

Conditions

🤔 Who is eligible for Poppins Protection?

You qualify if:

  • You have an active and verified Poppins account

  • The items are clearly described in your listing or discussion

  • The transaction is completed through Poppins (pick-up and return confirmed in the app)

💰 How much does it cost?

Poppins Protection is included in our service fee.

📋 What’s included?

  • Accidental damage during the rental period

  • Theft (with a police report)

  • Repair costs

  • Replacement costs if repair isn’t possible

  • Protection is valid from the time the item is picked up until it is returned.

    ⚠️ It does not apply during transportation if carried out by a professional.

❌ What's not included?

  • Normal wear and tear

  • Existing damage

  • Cosmetic damage not affecting functionality

  • Cleaning costs

  • Lost rental income

  • Damage outside the rental period

🚫 Which items are excluded?

  • Non-consumer products

  • Food and consumables

  • Drones

  • Motorised Vehicles

  • Real estate

  • Weapons

  • Illegal items

  • Items valued over €1,000 can be listed, but Poppins Protection only includes protection up to €1,000.

⚡ How quickly do I need to report an issue?

Any damage or issue must be reported within 48 hours after the end of the rental period.

📱 How do I make a damage claim?

  1. Assess the situation

    • Poppins Protection covers unexpected damage, but not normal wear and tear. For example:

      • ✅ Included: cracked camera lens, broken motor of a power tool

      • ❌ Not included: minor scratches, dulled blades

        Review the exclusions list to confirm eligibility.

  2. Document the issue

    • Take clear photos of the damage

    • Describe what happened

    • In case of theft, attach a copy of the police report

  3. Submit your claim

    • Fill out the Poppins claim form (in the app: Settings > Claim Poppins Protection)

      • Include detailed descriptions, photos, and any relevant documents

    • Submit the claim within 48 hours of the item’s return (or when it was due)

  4. Await review

    We’ll assess your claim and:

    • Confirm whether it’s covered by Poppins Protection

    • Request additional information if needed

    • Approve or deny the claim based on our guidelines

      ⚠️ Any fraudulent or false claim may lead to legal action.

  5. Repair assessment

    We’ll explore the best repair options:

    1. Local repair workshop

    2. Professional repair service

    3. DIY repair (you’ll be compensated)

  6. Replacement (if needed)

    If repair isn’t possible:

    • We’ll determine the item’s current market value

    • Help identify a similar replacement

    • Support your replacement purchase

  7. Receive your compensation

    If Poppins decides the claim is eligible for financial compensation, you’ll need to provide:

    • A receipt for the repair or replacement

    • A copy of your ID or passport

    • Your bank details

⏱️ How long does the process take?

We do our best to handle everything as soon as possible and strive towards:

  • Claim review: 48 hours

  • Repair assessment: 3-5 business days

  • Payout processing: 3-5 business days after approval

🔒 What about theft?

For theft claims:

  1. File a police report immediately

  2. Add the report to your Poppins Claims Form (Settings > Claim Poppins Protection)

  3. We'll guide you through the process

📝 Do I need original receipts?

While helpful, original receipts aren't always required. We can determine value through:

  • Market research

  • Similar items on other platforms

  • Current retail prices for comparable items

📅 Is there a limit to how many claims I can make?

No specific limit, but we monitor claiming patterns to prevent misuse.

🌟 Tips for a Successful Claim

  1. Always check items together at pickup and return

  2. Take detailed photos before and after

  3. Report issues immediately

  4. Keep all communication within the Poppins platform

  5. Be honest and detailed in your claim description

👤 When am I personally liable?

As a borrower, you are personally liable if you:

  • Deliberately damage or misuse items

  • Act negligently (not following instructions or proper care)

  • Steal or fail to return items

  • Submit fraudulent claims

  • Act in bad faith

In these cases, Poppins will:

  • Hold you responsible for all costs

  • Recover damages directly from you

  • Take appropriate legal action if necessary

💬 Need More Help?

Contact our Protection Team:

👉🏻 Remember: Poppins Protection is built on trust and mutual respect in our community. Always treat others' items as you'd want yours to be treated!

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